End User Support Analyst

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

We believe in the power of people. As a network strategy and technology company, we are motivated by making a difference—enhancing productivity, creativity, health, and comfort. Our engineers design and implement technologies that empower people to achieve extraordinary things. Talent is our top priority, and we are looking for an enthusiastic End User Support Associate to join our team.

How You Will Contribute:

• Deliver exceptional IT support services to the local office and Ciena’s global workforce.
• Manage user expectations with outstanding people and customer service skills.
• Take full ownership of issues, ensuring timely resolution and effective communication throughout.
• Record, update, and document service requests accurately in ServiceNow.
• Assist new employees with computer setups and resolve issues preventing productivity.
• Partner with customers to enhance their technology use and create a robust self-service model.
• Participate in global projects to maintain security and productivity across Ciena.
• Identify and recommend process improvements to optimize service delivery.
• Build collaborative relationships with peers and leadership to foster teamwork.
• Balance urgent service requests with routine daily activities efficiently.
• Support technical documentation, training materials, and troubleshooting techniques to elevate team skills.

The Must Haves:

• Solid understanding of networking fundamentals.
• Exceptional oral and written communication skills.
• Ability to engage with new people, initiate conversations, and relay information effectively.
• Proven multitasking skills in a fast-paced environment.
• Previous IT support or customer service experience is essential.
• Expertise in troubleshooting computer-related hardware and software.
• Openness to coaching and training with a commitment to professional growth.
• A passionate and driven attitude to excel in the role.
• Availability to work 100% in-office.

The Assets:

• A proactive mindset to recommend and implement process improvements.
• Experience with ServiceNow or similar service request tools.
• Collaborative and team-oriented approach to problem-solving.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.  Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.